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Terminal Service Executive – Passenger Queries & Flight Coordination
Job Summary
IndiGo Airline is seeking a dynamic and customer-focused Terminal Service Executive to manage passenger queries and support flight coordination at airport terminals. This role is pivotal in ensuring seamless travel experiences for our passengers, addressing their concerns, and coordinating with various airport and airline departments to ensure timely and smooth operations. Ideal candidates will be problem-solvers, effective communicators, and quick decision-makers with a passion for hospitality and aviation.
Key Responsibilities
Provide prompt and courteous assistance to passengers regarding check-in, boarding, baggage, and general travel-related inquiries.
Coordinate closely with airline operations, security, and ground staff for smooth handling of flight arrivals and departures.
Handle real-time queries and escalations related to flight delays, gate changes, or rebookings in a professional manner.
Monitor terminal activities to ensure a clean, safe, and organized passenger environment.
Collaborate with internal teams to ensure compliance with standard operating procedures (SOPs) and airport regulations.
Maintain accurate records and logs of passenger interactions, incident reports, and feedback.
Deliver a positive customer experience aligned with IndiGos service standards and values.
Support special assistance requests (e.g., elderly passengers, unaccompanied minors, differently-abled passengers) with empathy and efficiency.
Required Skills and Qualifications
Bachelors degree in any discipline (preferably in Hospitality, Travel, or Aviation).
Strong verbal and written communication skills in English and at least one regional language.
Excellent interpersonal and conflict-resolution abilities.
Ability to stay calm under pressure and manage high-volume passenger traffic.
Knowledge of airline systems or prior exposure to airport operations is a plus.
Well-groomed with a professional demeanor and a customer-first attitude.
Experience
0 to 2 years of experience in airport operations, ground services, or customer service roles.
Freshers with strong communication skills and a keen interest in aviation are encouraged to apply.
Working Hours
Rotational shifts covering mornings, evenings, nights, weekends, and public holidays.
Shift duration: 8 to 10 hours (as per airport and airline operational requirements).
6-day working schedule with one weekly off on a rotational basis.
Knowledge, Skills, and Abilities
In-depth knowledge of airport and airline protocols (preferred but can be trained).
Familiarity with passenger handling systems like Departure Control Systems (DCS).
Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
Multitasking capabilities and high attention to detail.
Physical stamina to work on your feet for extended hours and in a fast-paced airport setting.
Benefits
Competitive salary and shift allowances.
Travel benefits including discounted airline tickets for self and family.
Provident Fund (PF), Employee State Insurance (ESI), and other statutory benefits.
Paid leaves, health insurance, and employee wellness programs.
Comprehensive onboarding and continuous learning opportunities.
Exposure to Indias leading airlines operational environment.
Why Join IndiGo Airline?
IndiGo is Indias largest and most preferred airline, known for its commitment to punctuality, affordability, and service excellence. As a Terminal Service Executive, you will be at the forefront of delivering memorable travel experiences while developing a rewarding career in aviation. We foster a collaborative and inclusive culture where your growth is a shared priority. If you are enthusiastic about customer service and passionate about aviation, IndiGo is the perfect place for you.
How to Apply
Interested candidates can apply by submitting their updated resume and a recent passport-size photograph through the IndiGo careers portal or email
Ensure your subject line reads: Application for Terminal Service Executive – Passenger Queries & Flight Coordination.
